Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. A concierge device including at least one processor and memory holding computer instructions that, when executed on one or more processors of the concierge device, cause performance of a method of supporting a device, the method including: receiving a first signal from a particular device to be supported, via a two-way wireless, non-audio data channel used by the particular device to provide diagnostic related information to the concierge device, wherein the first signal includes a device identifier that identifies the particular device; responsive to a single user action directed to the concierge device, automatically determining which of a plurality of service centers with which to initiate an interactive support session and initiating an interactive support session with the determined service center, wherein the determined service center supports the particular device, including automatically transmitting to the determined service center, via a second two-way non-audio data channel, identifier information from which the determined service center can uniquely identify the particular device; and conducting the interactive support session with the determined service center regarding the particular device using the concierge device to capture a user's voice and to reproduce audio for the user to hear via a two-way audio channel, wherein during the interactive support session the concierge device relays diagnostic requests from the determined service center to the particular device and relays responses by the particular device back to the determined service center via the second two-way non-audio data channel.
A concierge device is designed to facilitate remote support for electronic devices by establishing communication between a user's device and a service center. The device includes a processor and memory with instructions to perform a support method. It receives a diagnostic signal from a user's device via a two-way wireless, non-audio data channel, which includes a device identifier. In response to a single user action, the concierge device automatically selects an appropriate service center that supports the identified device and initiates an interactive support session. The device transmits the device identifier to the service center via another two-way non-audio data channel, allowing the service center to uniquely identify the device. During the session, the concierge device captures the user's voice and reproduces audio for the user via a two-way audio channel. It also relays diagnostic requests from the service center to the user's device and transmits the device's responses back to the service center, enabling seamless troubleshooting. This system streamlines remote support by automating service center selection and facilitating bidirectional communication between the user's device and the service center.
2. The concierge device of claim 1 , holding computer instructions that when executed, cause performance of the method further including receiving from a user interface of the concierge device a user selection of the particular device to be supported from a plurality of devices.
A concierge device is designed to manage and support multiple electronic devices within a networked environment. The device addresses the challenge of efficiently controlling and troubleshooting various interconnected devices, such as smart home appliances, IoT sensors, or office equipment, by providing a centralized interface for user interaction. The concierge device includes a user interface that allows a user to select a specific device from a list of available devices for support. Once selected, the concierge device executes instructions to facilitate troubleshooting, configuration, or monitoring of the chosen device. This selection process enables users to focus on a particular device, streamlining the management of multiple devices within a network. The concierge device may also include additional features, such as diagnostic tools, firmware updates, or remote access capabilities, to enhance device support. By consolidating device management functions, the concierge device simplifies the process of maintaining and optimizing a network of interconnected devices.
3. A method of conducting an interactive support session, using a concierge device, the method including: receiving a first signal from a particular device to be supported, via a two-way wireless, non-audio data channel used by the particular device to provide diagnostic related information to the concierge device, wherein the first signal includes a device identifier that identifies the particular device; responsive to a single user action directed to the concierge device, automatically determining which of a plurality of service centers with which to initiate an interactive support session and initiating an interactive support session with the determined service center, wherein the determined service center supports the particular device, including automatically transmitting to the determined service center, via a second two-way non-audio data channel, identifier information from which the determined service center can uniquely identify the particular device; and conducting the interactive support session with the determined service center regarding the particular device using the concierge device to capture a user's voice and to reproduce audio for the user to hear via a two-way audio channel, wherein during the interactive support session the concierge device relays diagnostic requests from the determined service center to the particular device and relays responses by the particular device back to the determined service center via the second two-way non-audio data channel.
This invention relates to interactive support systems for troubleshooting devices using a concierge device. The problem addressed is the need for efficient, user-friendly technical support that integrates device diagnostics with live assistance. The solution involves a concierge device that facilitates communication between a user's device and a service center. The method begins by receiving a diagnostic signal from the user's device via a two-way wireless, non-audio data channel. This signal includes a device identifier that uniquely identifies the device. Upon a single user action, such as pressing a button, the concierge device automatically selects an appropriate service center from multiple options based on the device identifier. The concierge device then initiates an interactive support session with the selected service center, transmitting the device identifier to ensure the service center can recognize and support the specific device. During the session, the concierge device captures the user's voice and reproduces audio for the user via a two-way audio channel. Additionally, the concierge device relays diagnostic requests from the service center to the user's device and transmits the device's responses back to the service center using the non-audio data channel. This ensures seamless communication between the user, the concierge device, and the service center, streamlining the troubleshooting process.
4. The concierge device of claim 3 , further comprising a display on the concierge device that displays visual trouble shooting instructions received from the service center during the interactive support session.
This invention relates to a concierge device for providing interactive technical support to users, particularly for troubleshooting issues with electronic devices. The device includes a communication interface for establishing a connection with a remote service center, enabling real-time support sessions. During these sessions, the service center can transmit visual troubleshooting instructions to the concierge device, which are then displayed to the user. The device also features a user interface for capturing and transmitting diagnostic data from the user's device to the service center, allowing support personnel to analyze the issue remotely. Additionally, the concierge device may include a camera for capturing images or video of the user's device, which can be sent to the service center for further assessment. The system ensures that users receive step-by-step guidance through visual instructions, improving the efficiency and effectiveness of remote technical support. The invention aims to simplify troubleshooting by providing clear, interactive assistance, reducing the need for in-person service calls.
5. The concierge device of claim 3 , further comprising a camera on the concierge device that provides visual information to the service center during the interactive support session.
A concierge device is used to provide interactive support to users, particularly in environments like hotels or residential buildings. The device includes communication capabilities to connect with a remote service center, allowing users to request assistance and receive real-time support. The device may also include sensors to detect environmental conditions, such as temperature or motion, and transmit this data to the service center for analysis. Additionally, the device features a camera that captures visual information, which is relayed to the service center during an interactive support session. This visual data enhances the support process by allowing remote operators to assess the user's environment, verify issues, and provide more accurate guidance. The camera may be used for tasks such as identifying maintenance problems, confirming user requests, or assisting with navigation. The integration of visual feedback improves the efficiency and effectiveness of remote support, reducing the need for in-person visits and enhancing user satisfaction. The device operates within a networked system, ensuring secure and reliable communication between the concierge device and the service center.
6. The method of claim 3 , further including: receiving a request from the service center via the second two-way non-audio data channel for additional diagnostic information from the particular device; requesting and receiving from the particular device to be supported via the two-way wireless, non-audio data channel, additional responsive diagnostic information; and forwarding to the service center via the second two-way non-audio data channel the additional responsive diagnostic information from the particular device.
This invention relates to remote diagnostic systems for devices, particularly those equipped with two-way wireless, non-audio data communication capabilities. The problem addressed is the need for efficient and reliable remote diagnostics, where a service center can request and receive detailed diagnostic information from a device without relying on audio channels or manual intervention. The system involves a device capable of wireless, non-audio data communication, such as a telematics unit in a vehicle. The device establishes a first two-way non-audio data channel with a service center, enabling initial diagnostic data exchange. Additionally, a second two-way non-audio data channel is maintained, allowing the service center to request further diagnostic information as needed. When the service center identifies a need for additional data, it sends a request via the second channel. The device then collects and transmits the requested diagnostic information back to the service center through the same channel. This ensures real-time, on-demand diagnostics without disrupting other communication functions. The invention improves upon existing systems by providing a dedicated, non-audio channel for diagnostic requests and responses, ensuring uninterrupted and secure data exchange. This is particularly useful in scenarios where immediate troubleshooting or system monitoring is required, such as in automotive or industrial applications. The method ensures that diagnostic processes do not interfere with other communication tasks, maintaining system efficiency and reliability.
7. The method of claim 3 , further including receiving from a user interface of the concierge device a user selection of the particular device to be supported from a plurality of devices.
This invention relates to a concierge device system for managing and supporting multiple electronic devices. The system addresses the challenge of efficiently providing assistance and control over various devices in a user's environment, such as smart home appliances, entertainment systems, or security devices. The concierge device acts as a centralized hub, allowing users to interact with and manage these devices through a unified interface. The system includes a concierge device with a user interface that displays available devices and their statuses. A user can select a particular device from a list of multiple devices to receive support, such as troubleshooting, configuration, or control. The concierge device then establishes a connection with the selected device, enabling the user to perform actions like adjusting settings, diagnosing issues, or executing commands. The system may also include communication protocols to facilitate interactions between the concierge device and the supported devices, ensuring seamless integration and operation. The invention improves user convenience by consolidating device management into a single interface, reducing the need to interact with each device individually. It also enhances accessibility by providing a centralized support system for troubleshooting and configuration tasks. The system may be implemented in smart home environments, office settings, or other contexts where multiple electronic devices require coordinated management.
8. The method of claim 7 , further including, responsive to the single user action, automatically determining which of several service centers with which to initiate the interactive support session.
This invention relates to automated customer support systems that initiate interactive support sessions with service centers based on a single user action. The problem addressed is the inefficiency of traditional support systems that require multiple user inputs or manual routing decisions to connect users with the appropriate service center. The invention improves upon prior systems by automatically determining the optimal service center for an interactive support session in response to a single user action, such as a button press or voice command. The system evaluates factors like user location, service type, availability, and historical performance to select the best service center. This eliminates delays and reduces user frustration by streamlining the support initiation process. The interactive support session may involve real-time communication, such as chat, voice, or video, and can be tailored to the user's specific needs. The invention ensures that users are quickly connected to the most suitable service center without requiring additional input, enhancing the overall support experience.
9. The method of claim 3 , further comprising a camera on the concierge device that provides visual information to the service center during the interactive support session.
A system and method for remote interactive support involves a concierge device that facilitates communication between a user and a service center. The concierge device includes a display for visual interaction and a camera that captures visual information, such as images or video, during an interactive support session. This visual data is transmitted to the service center to assist in troubleshooting or providing guidance. The service center can analyze the visual information to diagnose issues, verify configurations, or guide the user through steps. The concierge device may also include audio capabilities for real-time voice communication, allowing the service center to provide verbal instructions. The system enables remote assistance for technical, maintenance, or installation tasks, reducing the need for on-site visits. The camera functionality enhances the support process by providing real-time visual context, improving accuracy and efficiency in problem resolution. The concierge device may be a dedicated hardware unit or integrated into an existing device, such as a smartphone or tablet, to streamline the support experience.
10. The method of claim 3 , further including the concierge device interacting through a management gateway with the service center.
11. A concierge device including at least one processor and memory holding computer instructions that, when executed on one or more processors of the concierge device, cause performance of a method of supporting a device, the method including: receiving a first signal from a particular device to be supported, via a two-way wireless, non-audio data channel used by the particular device to provide diagnostic related information to the concierge device, wherein the first signal includes a device identifier that identifies the particular device; responsive to a single user action directed to the concierge device, determining from data stored on the concierge device or on a network accessed by the concierge device a service center that supports the particular device from a plurality of service centers and initiating an interactive support session with the determined service center, including automatically transmitting to the determined service center, via a second two-way non-audio data channel, identifier information from which the determined service center can uniquely identify the particular device; and conducting the interactive support session with the determined service center regarding the particular device using the concierge device to capture a user's voice and to reproduce audio for the user to hear via a two-way audio channel, wherein during the interactive support session the concierge device relays diagnostic requests from the determined service center to the particular device and relays responses by the particular device back to the determined service center via the second two-way non-audio data channel.
A concierge device is designed to facilitate remote technical support for electronic devices. The device includes a processor and memory with instructions to execute a support method. The method involves receiving a diagnostic signal from a target device via a two-way wireless, non-audio data channel. This signal contains a device identifier that uniquely identifies the target device. Upon a single user action, the concierge device determines an appropriate service center from multiple options based on stored or network-accessed data. It then initiates an interactive support session with the selected service center, automatically transmitting the device identifier to the center via a second two-way non-audio data channel. During the session, the concierge device captures the user's voice and reproduces audio for the user via a two-way audio channel. It also relays diagnostic requests from the service center to the target device and transmits the device's responses back to the service center, ensuring seamless communication between all parties. This system streamlines technical support by automating device identification and session initiation while maintaining secure, non-audio data exchange for diagnostics.
12. The concierge device of claim 11 , holding computer instructions that when executed, cause performance of the method further including: receiving a request from the service center via the second two-way non-audio data channel for additional diagnostic information from the particular device; requesting and receiving from the particular device to be supported via the two-way wireless, non-audio data channel, additional responsive diagnostic information; and forwarding to the service center via the second two-way non-audio data channel the additional responsive diagnostic information from the particular device.
This invention relates to a concierge device designed to facilitate remote diagnostics and support for electronic devices. The device operates as an intermediary between a service center and a target device, enabling secure, two-way non-audio data communication. The concierge device includes a processor and memory storing instructions that, when executed, enable it to receive diagnostic requests from a service center via a dedicated non-audio data channel. Upon receiving such a request, the device forwards the request to the target device, which then provides additional diagnostic information. The concierge device collects this information and relays it back to the service center, ensuring seamless data exchange without requiring direct user intervention. This system enhances remote troubleshooting by allowing service centers to access detailed diagnostic data from devices, improving efficiency in identifying and resolving technical issues. The invention is particularly useful in scenarios where devices lack direct connectivity to service centers, such as in-home or industrial environments, ensuring comprehensive support without physical access. The concierge device acts as a bridge, maintaining secure communication channels while minimizing user involvement in the diagnostic process.
13. The concierge device of claim 11 , holding computer instructions that when executed, cause performance of the method further including receiving from a user interface of the concierge device a user selection of the particular device to be supported from a plurality of devices.
A concierge device is designed to manage and support multiple electronic devices within a networked environment. The device addresses the challenge of efficiently monitoring, controlling, and troubleshooting various devices, such as smart home appliances, IoT sensors, or industrial equipment, from a centralized interface. The concierge device includes a user interface that allows a user to select a specific device from a list of available devices for targeted support. Once selected, the concierge device can perform diagnostic checks, apply firmware updates, or provide remote assistance for the chosen device. The system ensures seamless integration and management of diverse devices, reducing the complexity of maintaining multiple systems. The concierge device may also include additional features such as automated alerts, performance monitoring, and user-friendly troubleshooting guides to enhance usability. This centralized approach improves efficiency, reduces downtime, and simplifies device management for both residential and commercial applications.
14. A method of conducting an interactive support session, using a concierge device, the method including: receiving a first signal from a particular device to be supported, via a two-way wireless, non-audio data channel used by the particular device to provide diagnostic related information to the concierge device, wherein the first signal includes a device identifier that identifies the particular device; responsive to a single user action directed to the concierge device, determining from data stored on the concierge device or on a network accessed by the concierge device a service center that supports the particular device from a plurality of service centers and initiating an interactive support session with the determined service center, including automatically transmitting to the determined service center, via a second two-way non-audio data channel, identifier information from which the determined service center can uniquely identify the particular device; and conducting the interactive support session with the determined service center regarding the particular device using the concierge device to capture a user's voice and to reproduce audio for the user to hear via a two-way audio channel, wherein during the interactive support session the concierge device relays diagnostic requests from the determined service center to the particular device and relays responses by the particular device back to the determined service center via the second two-way non-audio data channel.
This invention relates to a system for facilitating interactive technical support sessions between a user and a service center using a concierge device. The system addresses the challenge of efficiently connecting users with the correct service center for their specific device while minimizing manual input and ensuring seamless communication. The method involves a concierge device that receives a first signal from a device requiring support via a two-way wireless, non-audio data channel. This signal includes a device identifier that uniquely identifies the supported device. In response to a single user action, such as pressing a button or selecting an option on the concierge device, the system automatically determines the appropriate service center from a plurality of available centers based on stored data or network-accessed information. The concierge device then initiates an interactive support session with the selected service center by transmitting the device identifier via a second two-way non-audio data channel. During the session, the concierge device captures the user's voice and reproduces audio for the user, enabling two-way audio communication. Additionally, the concierge device relays diagnostic requests from the service center to the supported device and transmits the device's responses back to the service center. This ensures real-time troubleshooting and data exchange without requiring direct user intervention in the diagnostic process. The system streamlines support interactions by automating service center selection and facilitating seamless communication between the user, the concierge device, and the supported device.
15. The concierge device of claim 14 , further comprising a display on the concierge device that displays visual trouble shooting instructions received from the service center during the interactive support session.
A concierge device is used to provide interactive technical support for a home appliance. The device includes a communication interface to establish a connection with a service center, allowing for real-time troubleshooting and diagnostics. During an interactive support session, the service center can remotely access the appliance's status and provide guidance to the user. The device also includes a display that shows visual troubleshooting instructions sent from the service center, helping the user resolve issues step-by-step. The concierge device may also include sensors to monitor the appliance's operational parameters, such as temperature or error codes, and transmit this data to the service center for analysis. The service center can then use this data to diagnose problems and provide targeted solutions. The device may also include a user interface for inputting commands or confirming actions, ensuring clear communication between the user and the service center. The overall system enhances remote troubleshooting efficiency by combining real-time data exchange with visual guidance, reducing the need for on-site technician visits.
16. The concierge device of claim 14 , further comprising a camera on the concierge device that provides visual information to the service center during the interactive support session.
A concierge device is designed to facilitate interactive support sessions between a user and a remote service center. The device includes communication capabilities to establish a connection with the service center, allowing real-time interaction. During these sessions, the concierge device captures and transmits visual information from its environment to the service center, enabling remote assistance. This visual data may include images or video streams, which help service center personnel provide accurate guidance or troubleshooting. The device may also include additional features, such as sensors or input interfaces, to enhance the support experience. The primary problem addressed is the need for remote, real-time assistance in situations where physical presence is impractical or impossible, ensuring efficient problem resolution through visual and interactive communication. The concierge device streamlines support by integrating visual feedback into the support process, improving accuracy and reducing response times.
17. The method of claim 14 , further including: receiving a request from the service center via the second two-way non-audio data channel for additional diagnostic information from the particular device; requesting and receiving from the particular device to be supported via the two-way wireless, non-audio data channel, additional responsive diagnostic information; and forwarding to the service center via the second two-way non-audio data channel the additional responsive diagnostic information from the particular device.
This invention relates to a system for remote diagnostics and support of electronic devices, particularly for enabling two-way non-audio data communication between a device and a service center. The problem addressed is the need for efficient, non-intrusive diagnostic data exchange to troubleshoot and support devices without relying on audio or voice channels, which may be unreliable or unavailable. The method involves establishing a two-way wireless, non-audio data channel between a device and a service center. The service center can initiate a request for diagnostic information from the device, which then collects and transmits the requested data back to the service center via the same non-audio channel. This allows for real-time or near-real-time diagnostic data exchange, enabling remote troubleshooting and support. The system ensures that diagnostic information is transmitted securely and efficiently, without interrupting other device functions or requiring user intervention. Additionally, the service center may request further diagnostic information if the initial data is insufficient. The device responds by gathering and transmitting the additional data, which is then forwarded to the service center. This iterative process ensures comprehensive diagnostics, allowing the service center to identify and resolve issues more effectively. The use of a dedicated non-audio data channel ensures that the diagnostic process does not interfere with other device operations or user activities.
18. The method of claim 14 , further including receiving from a user interface of the concierge device a user selection of the particular device to be supported from a plurality of devices.
A system and method for managing device support through a concierge device addresses the challenge of efficiently assisting users with multiple connected devices. The invention provides a centralized concierge device that facilitates troubleshooting, maintenance, and support for various connected devices in a networked environment. The concierge device includes a user interface that allows users to select a specific device from a list of available devices for support. Once selected, the concierge device establishes communication with the chosen device, retrieves relevant diagnostic information, and provides guided troubleshooting steps or maintenance procedures. The system may also include features such as remote access, automated diagnostics, and support ticket generation to streamline the support process. The concierge device acts as an intermediary, simplifying interactions between users and their devices, reducing the need for direct technical expertise, and improving the overall user experience. The invention is particularly useful in smart home environments, enterprise settings, or any scenario where multiple devices require ongoing support and maintenance.
19. The method of claim 14 , further including storing user identification information, and automatically, without further data entry or spoken identification by the user, transmitting to the service center, via the second two-way non-audio data channel device, bypassing any need for the user to identify them self to the service center at an outset of the interactive support session with the service center.
This invention relates to automated user identification in interactive support sessions, particularly for systems where a user communicates with a service center via a two-way non-audio data channel. The problem addressed is the need for users to repeatedly identify themselves during support sessions, which is inefficient and disruptive. The solution involves storing user identification information in advance and automatically transmitting it to the service center at the start of a session, eliminating the need for manual or spoken identification. The system includes a first two-way audio channel for voice communication and a second two-way non-audio data channel for transmitting data, such as user credentials or session details. The automatic transmission occurs without further user input or spoken identification, streamlining the support process. This method ensures seamless authentication and reduces delays, improving the efficiency of customer support interactions. The invention is particularly useful in environments where quick and accurate user verification is critical, such as technical support, customer service, or emergency assistance. The stored identification information may include user credentials, account details, or other relevant data, ensuring the service center can immediately recognize and assist the user without additional verification steps.
20. The method of claim 14 , further including the concierge device interacting through a management gateway with the service center.
A system and method for managing concierge services in a building or facility involves a concierge device that communicates with a service center to coordinate and automate various tasks. The concierge device is configured to receive requests from users, such as residents or visitors, and process these requests to determine the appropriate action. The device may interact with building systems, such as access control, lighting, or HVAC, to fulfill requests or may generate alerts for service personnel when manual intervention is required. The concierge device also includes a user interface, such as a touchscreen or voice interface, to allow users to submit requests or receive information. In addition to direct user interactions, the concierge device communicates with a service center through a management gateway. The management gateway acts as an intermediary, facilitating secure and efficient data exchange between the concierge device and the service center. This communication allows the service center to monitor device performance, update software, or dispatch personnel as needed. The gateway may also aggregate data from multiple concierge devices in a facility, providing centralized oversight and analytics. The system improves efficiency by automating routine tasks, reducing the need for manual intervention, and ensuring timely responses to user requests. It enhances user experience by providing a seamless interface for service requests and information retrieval. The integration with building systems and the service center enables proactive maintenance and quick resolution of issues.
Unknown
January 9, 2018
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